How integrations work
What Synthight reads from each connected support tool, how sync works, and where to manage connections.
Synthight connects to five support tools today: Zendesk, Intercom, Freshdesk, Freshchat and Gorgias. Manage all of them from one place: sidebar → Workspace → Connections.
The connections page
Each provider gets a card showing its name, a short description, and a live status badge:
| Status | Meaning |
|---|---|
| Connect | Not yet connected |
| Connecting… | Setup or OAuth in progress |
| Connected | Actively syncing |
| Syncing tickets… | Initial or ongoing import running |
| Pending | Waiting on a step (e.g. webhook confirmation) |
| Error | Something needs your attention |
Clicking a card opens that provider's setup flow. Status updates appear live — no need to refresh the page.
Only owners and admins can connect or manage integrations. Other roles see the cards but can't click into them.
How syncing works
Once connected, Zendesk, Intercom, and Freshdesk check for new and updated tickets automatically every 5 minutes, 24/7 — you never have to trigger a sync yourself. Freshchat instead pushes updates in real time via its webhook (see Connect Freshchat). Gorgias currently syncs on connection and whenever you click Sync Now, rather than on an automatic schedule.
What gets analyzed, and when
Synthight only analyzes a conversation once it reaches a closed or resolved state (snoozed counts too, for Intercom) — not while it's still open and ongoing. This is deliberate: a finding or sentiment score is only reliable once it reflects the full arc of the interaction, including how it was ultimately resolved, not a partial mid-conversation snapshot.
If a ticket you expect to see analyzed isn't showing up yet, check its status in the source tool first — it likely just hasn't been closed there yet. Once it closes, it's picked up on the next 5-minute sync cycle.
Getting access
If your plan doesn't include integrations, clicking a card opens an access-request form instead of the setup flow — enter your name and email and Synthight's team will follow up. See Managing your integrations for details.
What's next
Pick your tool and follow the step-by-step guide:
Frequently asked questions
Why isn't a ticket I can see in my helpdesk showing up in Synthight yet?
Who is allowed to connect or manage integrations?
What happens when I click a provider card if my plan doesn't include integrations?
How do I know if an integration is actively syncing?
Does every tool sync on the same schedule?
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